RMA Form

If you want to request an RMA for any Step Global products, please complete the below form. You will be emailed RMA documentation that is to be included in the return shipment. Shipment costs to Step Global are the responsibility of the customer.

Contact Name(Required)

First Last

Company Name(Required)

Contact Phone(Required)

Contact Email(Required)

Shipping Address(Required)

Street Address Suburb State Postcode Country

Billing Address

Billing address same as shipping address?

Street Address Address Line 2 Suburb State Postcode Country

Date of Purchase (if known)

Original PO Number (if known)

Details(Required)

Complete the below table with the details about the failed unit/s. The detailed description of the failure should include:

Application the product is used in
How has the device failed, what function is it not performing
What is the device connected to
Is the device used in a mobile or stationary application

You must complete one row per item being returned.

Part Number

Serial Number

Detailed Description of Failure

Advanced Replacement Requested?

Yes

Reasoning

Consent(Required)

Response Times

1. Standard Response Time
a. For items that are NOT covered under an extended warranty or service agreement, the turnaround time on repairs is:
i. If product can be repaired in house, equal to 6 weeks after receipt of faulty goods
ii. If product has to be returned to overseas factory, equal to 12 weeks after receipt of faulty goods
b. For items that are covered under an extended warranty or service agreement the turnaround time will be as the terms in that agreement.
2. Express Response
a. If you require an express turnaround on an urgent repair, then you can purchase an express service at a cost of $125.00 per item for in house repair or $250.00 per item for overseas factory repair.
b. The committed turnaround time for express items is 5 business days for in house repair and 4 weeks if goods have to be sent to overseas factory.

Service Costs

1. Hardware Still Within Standard Warranty Period
a. You are responsible for the cost to return the suspect product to Step Global
b. If product has a manufacturing defect, then Step Global will either repair or replace the unit at no cost (replacement unit may be an equivalent to new)
c. If no fault is found, then a charge of $55 will be applied for items with sales value less than $1,000, or $85 will be applied for items with sales value equal or greater than $1,000.
d.If fault is determined to have been caused by misuse, then full repair / replacement cost will be applicable in accordance with 2 below.
2. Hardware Outside Standard Warranty and Not Covered By Another Agreement
a. An inspection fee must be paid prior any work starting; for items with sales value under $1,000 = $55.00, for items equal to or over $1,000 = $85.00
b. If product can be repaired in-house then the total cost will be:
i. Hourly rate of $125 per hour
ii. Plus, the cost of any parts
iii. Invoice charge will be Total time, plus parts, plus return shipping, Minus the inspection fee
c. If product cannot be repaired in house, Step Global will provide an estimate to have it repaired at manufacturer and compare that to a replacement unit cost.
3. Hardware Covered Within an Agreement
a. The terms of the agreement will be followed.
4. Applications Engineering Support
a. If the problem with the product is due to its application or use, Step Global can provide access to our Applications Engineering for the purpose of consulting and/or training.
b. The cost of this is $50 for the first 15 minutes and then $135 per hour after that.
c. These sessions need to be booked 2 business days in advance.

I accept the terms and conditions

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